ComplaintsforTTI Floor Care North America
Carpet and Rug Cleaning Equipment and Supplies
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Complaint Details
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Initial Complaint
07/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a filter cup for my Hoover Smartwash Pet Complete carpet cleaner. Pictures were requested. Looking at the machine from in front of it, I was ordering the left cup. Hoover sent me the right-side cup. ****** said she would send the proper part. The part has not been sent and Hoover is not responding either by email nor phone nor Chat. Have been ghosted. Other customers are reporting the same issue online. I would like the properly ordered/missing part.Business response
07/22/2024
An email was sent to the customer letting her know an order has been placed for the correct filter basket (2 were ordered). She should receive within 7-10 business days once the order leaves our warehouse.Initial Complaint
07/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
THESE PEOPLE ARE SCAMMING ME. SEE EMAIL I RECEIVED BELOW FROM THESE FLOOR PEOPLE. I HAVE NO IDEA WHO THEY ARE NOR HAVE I EVER DONE AN OUNCE OF BUSINESS WITH THIS COMPANY. THEY ARE TRYING TO SCAM ME FOR MONEY. THEY NEED TO BE STOPPED. THEY ARE SCAMMING INNOCENT SENIOR CITIZENS.Your ticket has been received !ttifloorcare.com <******************************************************************************>7/18/2024 12:32 PM To ******************** Hello *****,Your request has been received and is being reviewed by our support team. We'll get back to you as soon as we can.About your Ticket: Contact Email: ******************** Date Submitted: 7/18/24 Reference Number: ********** Issue: Order Issue Thank you,Customer CareBusiness response
07/21/2024
Sent an email to the customer letting her know that TTI ************************** is the parent company of Hoover/Dirt Devil/Oreck and she placed an order from Hoover for a WindTunnel Tangle Guard with a free steam mop. She is not being scammed.Customer response
07/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Initial Complaint
07/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 06/20/2024, while using our Hoover model U6485900 upright vacuum, the handle release lever broke and as I was bending over to pick up the broken plastic piece from the floor, the vacuum fell backward and the heavy handle hit me in the head.I contacted the company several times regarding this issue and on 06/28/2024 received an email from "******" in the company's **************** *********** who asked about the details of my issue (which I had already provided to the company), so I again provided the information to him in my email response.On 07/09/2024, ****** again contacted me (his emails always began with, "Hello," and no mention of my name, confirmation number, etc.) asking that I return the entire upright vacuum to the company for "examination." When I asked about a shipping container, I was told that it was up to me to find one.I've since sent two additional emails to "******" about the return of the vacuum, but have not received a response.Business response
07/23/2024
The liability department has reached back out to the customer and we apologize for the delay. We are actively working a claim with this customer. We have requested for the unit to be returned before we can proceed with this claim. Once the product is returned, we will follow up with the customer within 10 business days of the receipt of the claim. This will allow our team to inspect the unit and provide next steps.Customer response
07/23/2024
I am rejecting this response because: The response from the business did not address my complaint that no one from the business bothered to answer my questions about whether or not I could remove the tools from the unit before it was shipped to them. I also asked if I could remove the **** final filter, which I just replaced and which is difficult to find.Additionally, I am concerned that the two communications from the company began with, "Hello," and never mentioned my name/address/vacuum model/a claim number or any other pertinent information. The first time I received a request to return the vacuum, I almost deleted it as "spam," because it was so vague and impersonal.
I was not ignoring any messages from the company. I was just waiting from someone to respond to my questions about returning the vacuum. As of this response to the BBB, no one has contacted me directly by phone or email to answer my shipment questions. This is extremely frustrating and confusing and that's why I originally filed a complaint with the BBB.
Business response
07/23/2024
The email was sent around the same time that the response was sent to the BBB so the customer must have gotten the response from the BBB first and then got the email from our Product liability department. It has also been addressed the concern the customer has regarding the email starting with "Hello" and not having other additional model information, etc. Here is the email that was sent 07/23/2024 around 12:30 pm to the customer. Hello! To answer both of your questions we will need all parts of the unit to be sent back including tubes, attachment, and the Hepa filter. Thank you ***********;Product Liability. The customer responded to this email on 07/23/2024 12:44 pm. O.K. Thank you for letting me know. I will get it shipped to you. --*****Customer response
07/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.It is somewhat disappointing that I had to file a complaint with the BBB in order the receive a response from the company, but I thank the BBB for its assistance.
Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Reached out to Hoover beginning of June due to vacuum suddenly shutting off and not turning back on. Do not hear anything for 8 days then I am asked to clean the unit. I do so and it still will not turn on. I am asked for a video showing the unit plugged in and not turning on. When I do so, the unit starts to spark at the outlet and the electrical cord shoots out and catches my floor on fire. I respond with this information and am told the info and photos are being sent to the safety team for review and that will take 2-3 business days. After nearly a full week, I finally receive a claim form. I fill out the claim form and am told to return the unit at my cost for the safety team to further review. I reply within an hour asking for a replacement to be supplied so that I can use the box and not be without a unit for any longer. After 5 days of no reply, I email them again. Still no reply. After another 5 days, I email again asking for any sort of response. Nothing. I have emailed the customer service team, safety team, and corporate with no response. It has been over 1 month since my initial contact. I have owned the vacuum for 6 months and registered the unit within a few days of purchase. The warranty is not being honored and the company is simply not providing customer service. My ******************** has a permanent burn **** and I am still without a vacuum.Business response
07/19/2024
An email has been sent to the customer with instructions for returning her product back to us. We have placed an order for a new replacement and she should expect it within 7-10 business days once the product leaves our warehouse. She will be able to use the box from the new unit to send back the old unit. We have expressed our apologies for any inconvenience this has caused her.Initial Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hoover cleanslate purchased in 2022. Has been maintained as best as possible per the instructions. I contacted in MAY ************************************************* the hose, and if there is a way to fix this. Note that on this model the hose is fixed in place and not replaceable, so it could not be removed/swapped out. I followed all instructions for cleaning (always have), and have proven this. Communication has been incredibly poor - I have waited 2+ weeks at a time for a response. I've provided everything possible via email (serial number, purchase info, images of mold, images of Hoover-provided solution to rinse hose, etc.). Product is clearly not fit for purpose and is instead growing mold, which then spreads around my home when I use it to clean. I would like a replacement. I am open to either an exact replacement (corded) or the 'ONEPWR' version as I have other OnePwr items and already have the battery pack. The newer version contains a removable/replaceable hose which would allow for better cleaning.Business response
07/16/2024
A replacement has been sent to the customer under warranty. Once the customer receives the replacement she will send in the cut cord label pictures.Customer response
07/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and, provided that the replacement is received, find that this resolution is satisfactory to me.
Thank you.Initial Complaint
07/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a Hoover Smart Wash Carpet Cleaner May 28. The chemical dispenser is leaking. Called Hoover to get a replacement and per their emailed response, the part is discontinued by the Manufacturer. They suggested I call back in a month or check elsewhere online for the part. If the part is discontinued, Id like a replacement machine or a refund. I am more than happy to send the machine back (Hoover pays for shipping)Business response
07/08/2024
Called customer for resolution of voided warranty. Ordered courtesy solution to assist with use of the unit until solution tank is in stock.Initial Complaint
07/04/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I went to make a purchase for a replacement battery (after mine just stopped working) on the Hoover.ca website.I found the battery and signed up for the promotional 15% off if I signed up for emails.The total was $93.50 before tax. The top of the website states free shipping over $75 and the pre checkout screen says - you qualify for free shipping. Within the checkout I enter my address and a $50 shipping charge was added. Confused I opened up a chat window. It took over an hr, but finally someone said they were going to look into it. Another almost hr, and after a prompting, I was told because I was in NL I don't qualify. At the top of the webpage with the Free Shipping on Orders $75+ there is no * or exceptions listed. I see a link at the bottom that states "General Shipping Information" and nothing listed in there. So I respond back that it doesn't state this anywhere so I should get free shipping as you mentioned I am eligible for. I was supposed to be sent along to a supervisor, but no one has contacted me from Hoover ******. I used a contact form from Hoover.com and someone there says i didn't qualify because it's $99.99 and over (no idea where that came from) and I haven't heard anything back since.If you don't want to offer free shipping to other provinces fine...but that needs to be listed on your website where someone can actually find it, because otherwise it's false advertising.Business response
07/05/2024
Emailed offer to call customer to assist with placing the order with the Free shipping.Initial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered a oreck vacuum bundle March 21st A few days later decided it wasn't going to work out. Contacted the company via chat and spoke with ****. Advised **** that I would like to cancel the order. **** stated that part of the order is already shipped and she sees the other part of the order has not shipped. ****, within chats was able to successfully cancel the order that has not shipped and was advised she would have to have her manager reach out to ***** to stop the other part of the shipment. Other part of the shipment was stopped Midway and returned to the merchant was advised it can take up to 6 weeks for a refund around May 1st. Still haven't received a refund. Spoke with **** and chat was advised the same thing could take up to 6 weeks. At that time I filed a dispute with my bank. My bank encouraged me to go through with the dispute and that I need to continue to work with the merchant. If the merchant processes the refund, my bank will see that and go ahead and **** the dispute as resolved. Continue to try to work with. The merchant was advised by the merchant that since there is a charge back they will not be able to process a refund until I contact my bank to drop the dispute. Was advised by my bank to continue with the dispute because if I cancel it there could end up with problems. Trying to redo the dispute if no refund happens. Chatted with **** again. Was advised when asking to reconfirm the total amount was advised only $220 is due for a refund or is that additional hundred and something dollars? **** states I should have been refunded. I advised **** and chat that this was a bundle all in one price. I've never received a ***** back sent copies of bank statements showing no refunds whatsoever from the company. They advised that they would research this. **** tells me through chat that they are unable to investigate this until the chargeback is released from their system. It's been a 3 months now and nothing. Order #******Business response
06/28/2024
An email has been sent to the customer letting him know we will get his refund of $382.76 processed once we receive the information from his bank that the chargeback has been released. We cannot refund his money until the chargeback has been released and we are notified by his bank.Initial Complaint
06/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a Power dash carpet cleaner made by Hoover on 12/10/2023 and it stopped working.I tried calling twice on 06/20/24 and left a phone number for them to call back per their recording. I still have not received a call back so I am on their chat line waiting. I started my chat at 12:49 and is now 3:19 and still I'm waiting. This company is impossible to get a hold of this is unacceptable.Business response
06/26/2024
An email has been sent to the customer requesting a copy of the receipt as well as a video regarding the unit not powering on. Once we have the information and can validate his receipt for warranty we can put in for a warranty replacement. If the customer doesn't have his receipt for warranty then a 20% discount will be offered.Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a Hoover vacuum cleaner less than 8 months ago and the handle broken engine dragon and nobody will answer the phone into Hoover they give you a run around with this song talking to somebody but nobody when they change you nobody answers the phone I'm tired of it I want a new vacuum they're just ignorant people they shouldn't be allowed to be in business they won't answer their **** phone and back their products I want a new vacuum from them but that one has a year warranty I want a new vacuum cleaner off of them freeBusiness response
06/20/2024
The customer has been sent multiple emails asking for a copy of his full receipt and he is stating he doesn't want us to know the seller information and is refusing to send in full receipt. In order to do a warranty claim for him to get a new replacement we will need a copy of the full receipt to show the seller information, product information and date of purchase. The receipt that was sent in is only a partial receipt showing just a price but no product or seller information or the date of purchase. Since customer is refusing to send in full receipt we have offered a 15% discount on an originally priced unit excluding any sales/promotions or product bundles. This is valid for 30 days.
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Customer Complaints Summary
261 total complaints in the last 3 years.
100 complaints closed in the last 12 months.